HealthEquity, Inc.

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Director, Service Delivery

Director, Service Delivery

Job Locations 
US-UT-Draper
Category 
Partner Services

More information about this job

Overview

We are BUILDING HEALTH SAVINGS. Come be part of remarkable.

 

What We Are Looking For

The Director of Service Delivery is responsible for ensuring the successful delivery of services for our named / large partner accounts. He / she will ensure that repeatable processes are established to provide consistent experiences to our partners, establish and enhance KPIs and reporting across the business regarding partner health (service focused), enable service delivery managers with the tools to be successful, and continue to invest in the growth and development of our world class service delivery managers.

 

What You’ll Be Doing

  • Identify critical processes and tools to track internal and external work requests, keep partners updated with regular status reports, identify risk triggers and escalate quickly, and drive improvement opportunities
  • Ensure all service delivery teams are working consistently
  • Manage capacity vs. demand on SDMs and ensure effective partner to SDM assignments are made based on needs
  • Seek out and hire top talent, develop and promote existing talent, and build strong leaders
  • Partner closely with Account Executive team to ensure service efforts and account growth efforts are aligned and adding value
  • Budget management for assigned team and expenses
  • Partner health reporting across the company (reference health, partner NPS, member base NPS, open issue volume, issue cycle time, partners out to bid, interaction volume, etc.)
  • Training and process documentation
  • Lead advocate and voice for large partners regarding their service experience with HQY
  • Engage with other leaders and teams across the business on cross-functional initiatives

 

What You Will Need To Be Successful

  • Bachelor’s Degree or equivalent work experience
  • Master’s Degree preferred
  • Passion for operational excellence and process improvement
  • Demonstrated experience implementing KPIs and reporting tools
  • Experience as a people manager and success growing high-pace teams
  • Excitement for customer service and calm under pressure
  • Strong analytical and problem solving skills
  • Self-starter and self-motivator
  • Proficient knowledge of healthcare financial accounts (e.g. HSA, HRA, and FSA)
  • Well organized, manages time wisely

 

Why Work for HealthEquity

HealthEquity has a vision to save healthcare. We are passionate about providing a solution that allows American families to build health savings for life. Through our innovative technology and superior service delivery, our members gain valuable insights to better save and spend their healthcare dollars.

 

We firmly believe that our team members drive the success of this company. We hire passionate contributors who enjoy the thrill of pioneering their positions to their full potential. Join us and discover a work experience where the person is valued more than the position, and where are our purple culture drives a remarkable experience.

 

Our Advice to You

HealthEquity is focused on hiring passionate individuals to contribute to our purple culture. If you speak passion, excellence, service, ambition, fun… we want to speak with you! We believe that your personality is as important as your experience and qualifications so when we do have the opportunity to speak together, be authentic, be genuine, be you! Showcase your experience and your passion.

 

HealthEquity, Inc. is a proud promoter of equal opportunities for training, compensation, transfer, promotion, and other aspects of employment for all qualified applicants and employees. HealthEquity, Inc. support Equal Employment Opportunities without regard to sex, race, color, religion, national origin, age, disability, sexual orientation or veteran status when hiring – under federal, state and local laws.